Turn CX Ambition into Commercial Results
Turn CX Ambition into Commercial Results
From strategy to execution; combining insight, data and delivery to build scalable, digitally enabled operations that drive satisfaction, growth and efficiency.
Most businesses invest heavily in acquisition but treat post-purchase CX as an afterthought
As businesses grow, this is where handoffs break, ownership blurs and costs spiral, resulting in frustrated customers and exhausted frontline teams. These are some of the typical problems I see:
Contact volumes rising faster than revenue
Processes start breaking under pressure
Frontline teams relying on manual workarounds
Teams chasing information across systems, with issues bouncing around before they're resolved
Investors start asking about unit economics
Founders still acting as the escalation point
You're overwhelmed by the number of AI-tools being pitched as a "magic solution"
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappening,whattoprioritiseandhowtofixitwithoutcreatingfurtherdisruption
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappening,whattoprioritiseandhowtofixitwithoutcreatingfurtherdisruption
Most businesses invest heavily in acquisition but treat post-purchase CX as an afterthought
As businesses grow, this is where handoffs break, ownership blurs and costs spiral, resulting in frustrated customers and exhausted frontline teams. These are some of the typical problems I see:
Contact volumes rising faster than revenue
Investors start asking about unit economics
Processes start breaking under pressure
Founders still acting as the escalation point
Frontline teams relying on manual workarounds
You're overwhelmed by the number of AI-tools being pitched as a "magic solution"
Teams chasing information across systems, with issues bouncing around before they're resolved
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappening,whattoprioritiseandhowtofixitwithoutcreatingfurtherdisruption
Customer Experience Diagnostic
Identify cost and performance gaps across your end-to-end CX operation. A clear picture of what's working, what's broken and where to act first.
Customer Experience Diagnostic
Identify cost and performance gaps across your end-to-end CX operation. A clear picture of what's working, what's broken and where to act first.
CX Strategy & Operating Model
Integrate CX into scalable business operations. Outline the vision and define the responsibilities, metrics and reporting rhythm that create accountability.
CX Strategy & Operating Model
Integrate CX into scalable business operations. Outline the vision and define the responsibilities, metrics and reporting rhythm that create accountability.
AI‑Powered Service Design
Reduce friction and cost to serve through intelligent automation. Create seamless, repeatable experiences through improved flows, processes and touchpoints, integrating self-service and AI solutions.
AI‑Powered Service Design
Reduce friction and cost to serve through intelligent automation. Create seamless, repeatable experiences through improved flows, processes and touchpoints, integrating self-service and AI solutions.
CX Hiring & Interim Leadership
Support recruitment to get the right people in the right roles faster. Interim or fractional CX leadership to provide strategic direction, coaching and ensure initiatives are delivered at pace.
CX Hiring & Interim Leadership
Support recruitment to get the right people in the right roles faster. Interim or fractional CX leadership to provide strategic direction, coaching and ensure initiatives are delivered at pace.
Customer Experience Diagnostic
Identify cost and performance gaps across your end-to-end CX operation. A clear picture of what's working, what's broken and where to act first.
CX Strategy & Operating Model
Integrate CX into scalable business operations. Outline the vision and define the responsibilities, metrics and reporting rhythm that create accountability.
AI‑Powered Service Design
Reduce friction and cost to serve through intelligent automation. Create seamless, repeatable experiences through improved flows, processes and touchpoints, integrating self-service and AI solutions.
CX Hiring & Interim Leadership
Support recruitment to get the right people in the right roles faster. Interim or fractional CX leadership to provide strategic direction, coaching and ensure initiatives are delivered at pace.
Impact Delivered
Real operational change, measurable customer outcomes and scalable commercial impact.
01
European Travel Scale-up | PE-Backed
Scoped and led Proof of Concept for AI-enabled Quality Assurance system across 800-seat contact centre operations.
26 FTE freed up
8% CSAT uplift
50% faster QA reviews
Full rollout implemented after Proof of Concept
02
European Automotive Scale-up | Pre-launch to IPO
Scaled CX team from 0 to 500+, overseeing end-to-end customer journey.
5-star Trustpilot at launch, sustained 4.5 stars (50,000+ reviews)
100,000+ vehicle sales with consistent quality
4 European market launches in 11 months
CX successfully navigated IPO scrutiny
03
Health & Beauty Start Up | Series B, VC-Backed
Conducted B2B and B2C CX diagnostic, developing automation roadmap to fix unit economics
Forecast cost reduction of 33% in operational headcount
Early savings delivered within 3 months
Scalable model aligned to investor expectations for international expansion
Impact Delivered
Real operational change, measurable customer outcomes and scalable commercial impact.
01
European Travel Scale-up | PE-Backed
Scoped and led Proof of Concept for AI-enabled Quality Assurance system across 800-seat contact centre operations.
26 FTE freed up
8% CSAT uplift
50% faster QA reviews
Full rollout implemented after Proof of Concept
02
European Automotive Scale-up | Pre-launch to IPO
Scaled CX team from 0 to 500+, overseeing end-to-end customer journey.
5-star Trustpilot at launch, sustained 4.5 stars (50,000+ reviews)
100,000+ vehicle sales with consistent quality
4 European market launches in 11 months
CX successfully navigated IPO scrutiny
03
Health & Beauty Start Up | Series B, VC-Backed
Conducted B2B and B2C CX diagnostic, developing automation roadmap to fix unit economics
Forecast cost reduction of 33% in operational headcount
Early savings delivered within 3 months
Scalable model aligned to investor expectations for international expansion
About Katherine
I help businesses build and scale customer experience functions that deliver measurable commercial impact. As a senior CX, Operations and Marketing leader, I've designed operating models, built multi-disciplinary teams of 500+ and led multi-market CX transformations across corporates, challenger brands, start-ups and scale-ups including P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths which often revealed a gap between the perceived product / service and the reality. Later, I led a breadth of operational functions, with full accountability for performance, cost and outcomes.
I understand first hand where strategy disconnects from execution and the challenges of fixing this, especially in a period of hyper-growth.
About Katherine
I help businesses build and scale customer experience functions that deliver measurable commercial impact. As a senior CX, Operations and Marketing leader, I've designed operating models, built multi-disciplinary teams of 500+ and led multi-market CX transformations across corporates, challenger brands, start-ups and scale-ups including P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths which often revealed a gap between the perceived product / service and the reality. Later, I led a breadth of operational functions, with full accountability for performance, cost and outcomes.
I understand first hand where strategy disconnects from execution and the challenges of fixing this, especially in a period of hyper-growth.
Ready to scale your CX? Let's talk.
Ready to scale your CX? Let's talk.
Ready to scale your CX? Let's talk.
K Hurst Consulting